Club Player Casino - Player's Bonus withdrawal was denied.

Well I registered my account and they gave me a free bonus, However upon trying to withdraw funds they Said that I had Already used The free chip and therefore would not honor my withdrawal. I was reluctant to make the deposit that they required and so I got on live support and asked pretty much every question imaginable To try and determine whether or not I should. I took screenshots of the entire dialogue And in the dialogue one of their customer service agents goes over my entire account And very clearly states that Only one account in my name is open and also That all the Terms & Conditions were met for the bonus. When I ask their live support For a reason To decline my withdrawal they simply said that the free bonus chip had been used already and yes avoiding them To decline my withdrawal they simply said that the free bonus chip had been used already and Would not be paying me . Well I show them screenshof the dialogue I mentioned above and they had absolutely nothing to say bought it . I asked them for any simple proof that they could possibly give me and tdeclined I asked them for any simple proof that they could possibly give me and declined My request and basically just told me they can do whatever they want and they don't have to prove anything to anybody which I find, needless to say,Less than professional. Again I have all the screenshots and all that of the live support stuff so let me know if you need anything

Dear d77338703,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

If there is any further communication between you and the casino, feel free to submit screenshots here or alternatively send them to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your attention to this matter. You pose the question as to whether or not anybody from my household Has an account at the casino. I live alone and have no regular boyfriend.I do however have friends and I know my neighbors so I mean there's people that come over but Surely you can't be suggesting that I screen every single person I meet to get the details of their accounts and subscriptions in their phones. That's just ludicrous . I mean I don't really know what to say. I was pretty confused myself when they told me that. I'm not going to waste anybody's time by trying to advocate for myself. This whole thing is actually upsetting me because I just feel swindled. But yes I passed the KYC verification Even though they made me send my documents and I believe 4 times Claiming that myself eholding the ID was blurry or something like that but that's whatever that's fine with me I sent it in it's all verified address IDI even had to make a deposit and I mean before I deposited I had a guy on customer service for literally about half an hour drilling him with question after question because I have heard of scam casino sites before But but I became satisfied After we went over pretty much every single aspect of my account as well as the bonus Terms & Conditions and I screenshot it every single bit of it. Whoever their customer service person was that I chatted with that day had all the devices and tools he needed to check everything out and he did and he assured me that there was no reason whatsoever they could deny me . Met all the wager requirements as well as stayed within the be limit. 8 and went over other areas of it and advise me that I only have one account and I've only claimed 1 bonus and I mean yeah I don't know what else to say except I've only got 1 account and they know it. I asked for any sort of Proof

whatsoever because I knew they were Bsing me And that's basically when they finished Up the chat Obviously .Now as mad as they make me I have to be honest And say that the small deposit of 10 or $15 in Bitcoin was Returnedto me so I can't say that they robbed me of anything tangible but they sure Rob me of several hours of my life. You know probably the two or three hours it took to satisfy the wage of requirements and then the countless numbers of documents I had to send in over maybe a 10-day period so I guess yeah they did Rob me because at the end of the day time is our most valued commodity. At some point and everybody's life they're going to go all in and lose and their chips are just going to stay on the table and somebody else is going to play with them so those chips don't really matter the only thing that matters is the way you choose to spend the precious time it's given to you and they are definitely not empathetic or sensitive to anybody's time

I understand your frustration.

Could you please advise which bonus have you redeemed? Could you please share a screenshot of your bonus history and send the relevant correspondence between you and the casino? Please send the information to my email at tomas@casino.guru

Thank you very much, d77338703, for your email. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, d77338703,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Club Player Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Club Player Casino team,

Could you please review the player's issue and provide us with an explanation of the situation in more detail? Why have her winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I have reviewed both accounts in question and will need to request additional information from colleagues in peripheral departments before I can comment on this situation definitively. Thanks so much for your patience!

Best wishes,

Nick and Club Player

Dear Nick and Club Player,

Do you have any news, please?

Feel free to inform us about updates and details once you have any.

Looking forward to hearing from you.

Greetings all,

There is indeed another account registered at your physical address d77338703, no promises but if you can prove you have lived at that address less than a year and a half with some form of verifiable documentation I may be able to assist in this case. Otherwise it does fall under our multiple account in a single household rule.

Best wishes,

Nick and Club Player

Thank you for the update, Nick.

Can you please provide the complainant with exact and clear instructions?

It depends on d77338703's next reply and information, but if possible and she confirms it - what needs to be done on her side to prove the stated circumstances?

What documents could be provided for this purpose, and where should they be sent or uploaded?

If the casino is able to accept her documents shared in this thread, we can guide her in this direction to simplify the process. As you might know, we mark all posts with sensitive data as "private", so it would be hidden from the public.

However, does it even matter (and if I understand it correctly), if we are talking about quite a long period after the allegedly another linked account was last active? Was the same type of bonus used in the connected account? Was the registered personal information somehow altered on the disputed account?

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, d77338703,

Unfortunately, I was informed that Nick is experiencing health problems, so this is the reason he has not been fully available for a longer time, and replies were delayed.

However, since an open complaint will keep the casino's attention, there is no other relevant contact for the casino, and we are talking about a person that usually helps us in resolving complaints without issues, now I will extend the timer by a longer period and provide the casino representative with more time to recover and return to help us.

I am aware it must be frustrating for you, but in this case, I sincerely hope for your patience and understanding.

Now let's please stay patient and positive, and I believe he will get back to us soon.

Once I have any news or an update, I will inform you as soon as possible. I am sorry for the inconvenience caused.

Greetings all,

Apologies, really and I appreciate everyone's understanding in the matter. Any conclusive and verifiable evidence would be helpful, a dated lease agreement and proof of deposit for example.

Best wishes,

Nick and Club Player

Thank you, Nick, and welcome back!

Prior to asking the player about anything, allow me to please ask you a few more questions regarding another account.

Are we talking about only a physical address match with another account?

Is there any other match in the personal data (flat number if it was a building with several flats?) or IP/device used to access the casino's website?

Was the linked account verified?

Do you have access to the communication between the player and the casino? Could you please check what information she received from the casino CS and if she was assured that there is only 1 casino account and all the bonus requirements were met, as she claimed? When did this happen? Before she made a deposit or after? Alternatively, could you provide me with such a communication?

However, if only the address matches, it may not automatically mean multiple accounts in the same household.

In case there are other matches, can you please provide me with relevant evidence?

Greetings all,

Just letting you know we are discussing this internally as well as with Branislav through private channels. Once there is a final decision I will reply here concerning the outcome.

Best wishes,

Nick and Club Player

Thank you, Nick and Club Player, for your replies and the details provided.

Dear d77338703,

Another related account was registered in the casino in January 2022, and this account also used a no-deposit welcome bonus. This account was registered in the casino with exactly the same address as your account.

Can you please somehow explain it?

Since it is a house, it seems the owner of the linked account shares the same household, or at least registered their account with the same physical address. It could indicate signs of using someone else's identity during the registration of the first account, or your disputed account unless we are talking about 2 people/individuals who were playing in the casino separately and are able to verify themselves.

If there had been no bonus used in the first account, it would not have been a problem. Unfortunately, like this, it looks like the bonus was used more than once per household, which indicates a possible bonus abuse.

Under specific circumstances, we are able to accept 2 accounts playing from one household, but it would be a bit difficult to prove that there were 2 different people playing with them, since the casino would have to ask both players (if the casino was able and willing to do it) to verify themselves, so the only option would be to verify another linked account.

Are you please able to prove that you moved to your current address later than January 2022 using some of the documents mentioned above in one of Nick's posts? Alternatively, can you try to remember if there is anyone else who also could have an account in this casino and use the same physical address upon registration?

Do you have an option to contact the owner of the linked account and ask them to pass the KYC?

Dear d77338703,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Nick and Club Player Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru